Independent · not part of West Kent
West Kent repairs: how to report a repair, phone numbers and timescales
How to report a repair to West Kent: the repairs phone numbers and emergency line, reporting a repair online, and how long West Kent has to fix it. West Kent’s own target for routine repairs is 21 calendar days.
Service update. West Kent’s online resident portal (My West Kent) is currently unavailable. You can still report repairs using its web form, by email or by phone.
By Ben Miller, housing disrepair specialistChecked 7 October 2026 · How we checkSource: westkent.org
Has West Kent been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet West Kent’s repair contactsFree to check · About 2 minutes
Emergency? If you smell gas, leave and call 0800 111 999 now. For a flood, fire or loss of power, West Kent’s emergency line is here.
How to report
Reporting a repair to West Kent
- 01Phone or report online. Emergencies are by phone only.
- 02Say what’s wrong and where. Mention damp, mould or anything dangerous straight away, and how long it’s been a problem.
- 03Get a reference number. Write it down with the date, and keep photos of the problem.
- 04Chase it if it’s late. If West Kent misses its own target, complain. You may also be able to claim.
- Emailhelp@wkha.org.uk (for repairs, including damp and mould)
Emergency repairs
When to call West Kent straight away
Phone West Kent straight away if anything puts someone in danger or leaves your home unsafe. For all repairs. Outside office hours this number is for emergencies only and goes to an out-of-hours make-safe service. The number is in West Kent’s repair contacts.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell West Kent.
Timescales
How long West Kent has to fix it
West Kent’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | West Kent’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | Next calendar dayMade safe by the end of the next calendar day; West Kent may come back to finish the repair. | Emergency hazards: investigate and make safe within 24 hours |
| Urgent | 3 calendar daysRisk to your health or security. | No fixed legal limit unless it’s a hazard |
| Routine | 21 calendar daysBooked by appointment. | No fixed legal limit unless it’s a hazard |
| Planned | 12 monthsLarge replacement or improvement work on that year’s programme. | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Significant damp and mould investigated within 10 calendar days and routine damp and mould work done within 14 calendar days. Work for a resident with a medical condition made worse by damp done within 7 days, and an inspection within 24 hours where there is an immediate health risk. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from westkent.org, checked 7 October 2026. Legal limits from GOV.UK guidance on Awaab’s Law.
Reported a routine repair more than 21 calendar days ago? That’s past West Kent’s own target. You could claim compensation.
Start your claimYour options
If West Kent doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with West Kent for you. It asks for the repairs to be done and claims compensation, usually worked out as a share of the rent you paid while the problem wasn’t fixed.
Start your claim Free to check, and we don’t charge you. If a solicitor takes your claim on, they work on a no win, no fee basis and must explain their fee in writing before you agree to anything. See feesComplain
Complain to West Kent
This can get West Kent to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order West Kent to put things right.
How to complain to West KentYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to West Kent
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to West Kent
Acknowledged within 5 working days, with a reply within 10 working days of that.
- Stage 2
Ask for a review
Ask within 20 working days of the stage one reply; acknowledged within 5 working days, with a reply within 20 working days of that.
- Then
Housing Ombudsman
Independent. It can order West Kent to put things right.
West Kent’s record
How West Kent performs on repairs
of West Kent tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about West Kent in 2024/25 were maladministration.
Sources: West Kent tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25.
Contacts
West Kent’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
West Kent repairs: questions
What is West Kent’s repairs number?
0800 169 1122 (Repairs line (freephone)) or 01732 749400 (Emergencies in office hours). For all repairs. Outside office hours this number is for emergencies only and goes to an out-of-hours make-safe service.
What is West Kent’s emergency or out of hours repairs number?
0800 169 1122 (Repairs line (freephone) · out of hours emergencies). For all repairs. Outside office hours this number is for emergencies only and goes to an out-of-hours make-safe service.
Can I report a repair to West Kent online?
Yes, at westkent.org report a repair form. Non-emergency repairs. West Kent aims to contact you by the end of the next working day to book an appointment. Phone for emergencies.
How long does West Kent have to fix a repair?
Its own targets run from Next calendar day (emergency) to 12 months (planned). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for West Kent tenants?
Since 27 October 2025, West Kent must investigate emergency hazards and make them safe within 24 hours, and investigate significant damp and mould hazards within 10 working days. From 30 November 2026 the law covers more hazards, including excess cold, electrical hazards, falls and fire. West Kent’s own damp and mould commitment: Significant damp and mould investigated within 10 calendar days and routine damp and mould work done within 14 calendar days. Work for a resident with a medical condition made worse by damp done within 7 days, and an inspection within 24 hours where there is an immediate health risk.
How do I complain about a repair to West Kent?
Complain to West Kent first, online, by email (help@wkha.org.uk) or by phone on 01732 749400. Acknowledged within 5 working days, with a reply within 10 working days of that. If you’re still unhappy after its final reply, you can take it to the Housing Ombudsman for free.
Are there any problems with West Kent’s repairs service right now?
When we last checked (7 October 2026), West Kent said: West Kent’s online resident portal (My West Kent) is currently unavailable. You can still report repairs using its web form, by email or by phone. The other ways to report are in West Kent’s repair contacts on this page.
Can I claim compensation from West Kent?
You could, if you reported a repair and it wasn’t fixed in a reasonable time. A law firm on our panel can take it up with West Kent for you. It’s free to check.
Start your claimIs Report Repair part of West Kent?
No. Report Repair is independent and not part of West Kent or any council or housing association. We show West Kent’s own repair contacts, and if a repair you’ve reported hasn’t been fixed, we can introduce your claim to a law firm on our panel.
Repair problems
What West Kent has to fix, by problem
Not West Kent?
Other landlords in the South of England
- Bromford Flagship repairsHousing association
- Clarion Housing repairsHousing association
- Southern Housing repairsHousing association
- Sovereign Network Group repairsHousing association
- Westward Housing repairsHousing association
- Willow Tree Housing Partnership repairsHousing association
- Wiltshire Council repairsCouncil
- Winchester City Council repairsCouncil
Reported a repair to West Kent and still waiting?
About 2 minutes. No documents. Free to check.